I have a customer with a C224e attempting to print from a specialized banking application called Deposit Pro. Intermittently, the print job will hang up and lock up the C224e to the point that they must PO/PO (Power off/ power on) the machine to clear the print queue. No error codes are generated, but any subsequent print job gets held behind the stuck job; cannot delete the frozen print job and PO/PO clears the queue completely, so any files printed while the machine is locked up must be resubmitted.
I have updated the machine to the latest version of firmware and checked all settings to make sure nothing obscure on the copier itself is causing the problem. On the customer computer I have tried updating the print driver; used both the PCL and PS versions of the driver; changed the driver settings to raw; changed the driver to print directly to the printer rather than spooling the job and pretty much anything else I could think of. The software allows the user to select individual files to be printed and then creates a single spool file for printing. I noticed that every time a job would hang up on the copier, the copier would report fewer total pages than were in the actual print job. For example, the spool file in the copier queue would report 22/22 pages printed, but the actual print job contains 26 pages. It seems as if the header being generated by the Deposit Pro program is reporting fewer pages than are actually generated, so the copier thinks it has received all pages and is waiting for the EOF marker, but the print spooler is still trying to send print data, so the EOF marker never gets sent and the copier locks up.
I have attempted to locate the software developer, but the program is so industry-specific that there is apparently no publicly available contact information. I suspect that the culprit lies with the customer's computer configuration and something that was done during install of Deposit Pro, because other users within this account have the exact same configuration and don't experience the problem. Customer has even replaced the computer with a new one and reinstalled all the applications only to have the same problem on the new machine.
I know this is obscure, but am hoping that someone may have some insight to either a work-around or has experienced this problem themselves and miraculously discovered a cure. Thanks for any help.
I have updated the machine to the latest version of firmware and checked all settings to make sure nothing obscure on the copier itself is causing the problem. On the customer computer I have tried updating the print driver; used both the PCL and PS versions of the driver; changed the driver settings to raw; changed the driver to print directly to the printer rather than spooling the job and pretty much anything else I could think of. The software allows the user to select individual files to be printed and then creates a single spool file for printing. I noticed that every time a job would hang up on the copier, the copier would report fewer total pages than were in the actual print job. For example, the spool file in the copier queue would report 22/22 pages printed, but the actual print job contains 26 pages. It seems as if the header being generated by the Deposit Pro program is reporting fewer pages than are actually generated, so the copier thinks it has received all pages and is waiting for the EOF marker, but the print spooler is still trying to send print data, so the EOF marker never gets sent and the copier locks up.
I have attempted to locate the software developer, but the program is so industry-specific that there is apparently no publicly available contact information. I suspect that the culprit lies with the customer's computer configuration and something that was done during install of Deposit Pro, because other users within this account have the exact same configuration and don't experience the problem. Customer has even replaced the computer with a new one and reinstalled all the applications only to have the same problem on the new machine.
I know this is obscure, but am hoping that someone may have some insight to either a work-around or has experienced this problem themselves and miraculously discovered a cure. Thanks for any help.
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